Customer Services and Information Technology Officers provide Close Support and problem resolution for technology products and/or applications. Depending upon the area of assignment, work may include the following activities: technology or systems-related, centralized customer service center functions; developing and improving the processes of a technology customer service center; interfacing daily with representatives from all elements of the Customer to resolve technical issues and outages; identifying, analyzing, and implementing process changes; developing performance measures for the Customer organization; managing the transition of IT service and infrastructure initiatives; providing technical guidance and direction to component close support teams for all new and component specific applications and deployments.
Specifically, this position supports the Sponsors training program in providing superior learning experiences, both online and in the classroom, to all officers around the world.
Interface with customers in a team environment.
Utilize strong written and oral communication skills.
Provide online support to include:
o submitting and processing Sponsors access requests
o providing online support for process and troubleshooting Sponsor's Help Desk Suite tickets
Experience with maintaining, troubleshooting, and tracking classroom hardware to include:
o audio/visual equipment
o laptop computers
o video teleconferencing equipment
o audience response systems
Provide software support to include:
o submit change requests
o install Safeboot on laptops
o build new laptop
o perform DUD disk download
o run monthly laptop anti-virus software.
Familiarization with Customer processes and procedures.
CMA Certified experience.
Support equipment recapitalization.
Demonstrate knowledge with Sponsors Operating System.
Provide support to end-user on a variety of issues.
Identify, research and resolve technical problems
Respond to telephone calls, e-mail, and personnel request for technical support.
Document, track and monitor the problem to ensure a timely resolution.
Draft standards of operating procedures.
Demonstrate experience troubleshooting service requests and resolving IT customer issues.
Responsible for executing a pre-class IT checklist.
Perform Qualtrics ownership issues to include group administration.
Provide VLC Moodle administration to include course creation, course creators, and course instructors.
Provide daily system monitoring of Sponsors training servers.
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.